Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Wells Fargo's Consumer Lending businesses empower millions of customers achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services. The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels. An Account Resolution Specialist 1 is responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to determine reason for delinquency. Provides exceptional service while being empathetic when evaluating customer situations to provide relevant solutions. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Refers more complex issues to higher level Account Resolution Specialists. Primary responsibilities for this role may include but are not limited to - Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation; negotiate for full payment or create terms for repayment
- Consistently learn and apply operational policies and State & Federal regulations governing collection practices
- Have structured workdays with all your calls monitored for quality and accuracy; demonstrate strong organizational and time management skills, in order to achieve department productivity metrics
- Complete other duties as assigned by leadership
Hours/Schedule: - Flexible to work any hours during department's hours of operation. Department hours of operation are: 7am-9pm. Hours/Days may change due to business needs.
- Training: Training class starts on 1-11-2021 for 6 weeks and the training hours are 8:30 a.m. - 5:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 6 weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching.
- Compensation: Starting rate: $17.25 per hour. Eligible for a 5% language differential
- Schedule: Business hours of operation are Sunday - Saturday, 8:00 am - 9:00 pm (Eastern Time Zone). Schedules vary based on business need and include working at least one weekend day and scheduled holidays to support the business needs
- Specific Schedule: Sun - Thur 8:00am to 5:00pm
- Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy
- Testing: A pre-employment assessment is required for this position. After submitting your application, please monitor your email for future communications.
- Must be able to pass the Spanish Speaking Proficiency Exam administered by a third party vendor and able to service customers in both English and Spanish. Eligible for a 5% language differential
GREAT CAREER ADVANCEMENT OPPORTUNITIES!!!
You will have opportunities to participate in programs established to help you achieve your career and development goals - Progressive Career Path: Account Resolution Specialist 1, Account Resolution Specialist 2, Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Team Lead, Account Resolution Team Manager
- Salary - Highly Competitive Salary! Some schedules offer a 15% shift differential, based on hours worked after 4 pm
- Benefit packages include Medical, Dental and Vision Plans for team member and family
- 401k - up to 6% company match
- New Team members may be eligible to receive up to 30 paid days off annually, to include 10 bank holidays and 2 personal holidays
- Tuition Reimbursement Opportunity
Required Qualifications
- 1+ year of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience; or an AA/AS degree or higher
- Bilingual speaking proficiency in Spanish/English
Desired Qualifications
- Ability to manage to production goals, deadlines, and various metrics
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- Ability to negotiate, influence, and collaborate to build successful relationships
- Ability to work effectively in a team environment
- Ability to work effectively in structured but flexible, adaptable and changing, call center environment
- Customer service focus with the ability to listen to customer needs and recommend solutions
- Excellent verbal, written, and interpersonal communication skills
- Good analytical skills with high attention to detail and accuracy
- Intermediate Microsoft Office skills
- Solid conflict management and decision making skills
- Strong telephone etiquette skills
Job Expectations
- Must be able to attend full duration of required training period
- Ability to work nights, weekends, and/or holidays as needed or scheduled
- Must take and pass required Spanish language assessment
Street Address
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
Disclaimer
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
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